Genesys Cloud - Main

Has anyone experienced calls randomly dropping when the call is inside a DialogFlow virtual agent?  We're experiencing this randomly and can't see any errors on the DialogFlow side.  And on the Genesys side it just shows the call going down the failure path of the Call DialogFlow CX Bot action in Architect.  Is there another way to capture errors?

#ConversationalAI(Bots,AgentAssist,etc.)
#API/Integrations
#Telephony
#Unsure/Other

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Nichole Conway
State of Missouri
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If you have specific conversation IDs, we can look into the Genesys side logs to try to trace exactly what is going on. I have seen times where Google has reported an error from their entry point without those showing in the Dialogflow logs, but the internal Genesys logs have more details.

We also are working to expose more of these details in the Call Flow history. I don't have a timeline for that work at the moment, but I know it would be helpful in cases like this.

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Brad Wehmeier
Lead Software Engineer
Genesys - Employees
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